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In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest
Breiter, Deborah and Kline, Sheryl Fried
"Benchmarking Quality Management in Hotels,"
Hospitality Review: Vol. 13
, Article 6.
Available at: http://digitalcommons.fiu.edu/hospitalityreview/vol13/iss2/6